Source document: https://docs-lawep.s3.us-east-2.amazonaws.com/1698938545100.pdf (United Kingdom)
Protecting claimants at risk Contents The purpose of protecting claimants at risk How to protect claimants at risk The 6 principles of protecting claimant at risk Complex needs that may lead to an issue of risk Suicide and self-harm Recognising abuse, harm and neglect Responding to concerns Maintaining personal role and boundaries The purpose of protecting claimants at risk Measures are in place to ensure that staff are aware of, and can recognise, the signs of someone who could be at risk.
Agents must make sure that they are aware: • of the procedures to follow when a concern is raised, and • how this is reported this to the appropriate authorities For Information on your district procedures and contact details, see the District Provision Tool.

How to protect claimants at risk Having measures in place and using them to protect the health, well-being and human rights of individuals, is to enable them to live free from abuse, harm and neglect and will help to protect claimants at risk.
This could be: the claimant • • a member of the claimant’s family, or • someone in the household (including children, young person or adult) It is important to ensure that everyone is supported in getting access to the help they need and that any person at risk is protected.

Warning signs that are missed, or concerns that are not reported could have serious consequences and leave vulnerable individuals open to abuse, harm and neglect.

For further information, see Complex needs: other needs and situations.
The 6 principles of protecting claimants at risk The following 6 principles must be considered when deciding how best to support or protect individuals: 1.

Empowerment and participation - support and encourage claimants to make their own decisions.

Help them to access additional support or encourage them to discuss their situation and develop a plan that Universal Credit can support.

2.

Prevention - support claimants to take action before harm happens.
Act on the information you know or have heard, discuss with managers and or advanced customer support leads.

3.

The amount of involvement - do not intrude more than is necessary to keep the claimant and staff safe.

Gather information to make an informed decision on the steps that need to be taken to manage the risk identified.

4.

Protection - support claimants when they need help.
Establish the risk and consider the help available from other local organisations or authorities to determine the best outcome for the claimant.

5.

Work together: work with local organisations or authorities to find the best ways to keep the claimant safe.

The District Provision Tool provides information on the help available and contact details.

6.

Accountability - clearly explain safeguarding, what action we are taking and why.
Complex needs that may lead to an issue of risk Claimants identified as having additional needs may have difficulty accessing the Universal Credit Service.

They may have difficulty understanding or accepting the conditions of claiming Universal Credit and complying with any requirements they must undertake.
Additional needs may relate to: learning or physical disability • • mental illness • homelessness • experiencing domestic abuse • drug or alcohol addiction • being an ex-offender • being a local authority care leaver Protecting claimants at risk provides them with the help and support they need and takes account of their abilities and circumstances when considering what they are capable of.

For further information, see Complex needs: other needs and situations.
Suicide and self-harm If a claimant expresses thoughts about suicide or self-harm, these must be taken seriously, and the appropriate help and intervention offered at the earliest point.

For further information, see Suicide or self-harm: Universal Credit Six Point Plan.

Recognising abuse, harm and neglect When interacting with claimants and their families, we need to recognise signs of abuse, harm or neglect.
The individual(s) may not ask for help, or be able to ask for help, but their behaviour or the information they disclose may raise a concern.
The following are particular areas to consider: • financial or material abuse - including stealing, selling assets, fraud, misuse or misappropriation of property, possessions or benefits • domestic abuse - including psychological, physical, sexual, financial, economic, emotional abuse, so called ‘honour’ based violence • psychological or emotional abuse - including belittling, name calling, threats of harm, intimidation, isolation • self-neglect - covers a wide range of behaviour including neglecting to care for one’s personal hygiene, health or surroundings • discriminatory abuse - including racist, homophobic, sexist, abuse based on a person’s disability and other forms of harassment, slurs or similar treatment • • neglect and acts of omission - including the withholding of the necessities of life such as medication, food or warmth, ignoring medical or physical care needs institutional or organisational - including regimented routines and cultures, unsafe practices, lack of person-centred care or treatment, observed lack of dignity and respect in the care setting, rigid routine, processes or tasks organised to meet staff needs in that care setting, disrespectful language and attitudes • modern slavery – this is the recruitment, movement, harbouring or receiving of children, women or men using force, coercion abuse of vulnerability, deception or other means for the purpose of exploitation Responding to concerns Use the District Provision Tool and any local complex needs tool to identify what help is available and the procedures for raising a concern.
These tools include information about who to contact and which organisations can offer the appropriate support to claimants.

See Complex needs: other needs and situations for information about other organisations which can provide additional support to claimants.
When an issue of risk is identified, it must be discussed with line managers and or advanced customer support leads to determine: • what support can be given • the action to take, and • whether to involve the police or the local authority We do not need the claimant’s permission to report a safeguarding concern to the police or local authority.

For further information, see Complex needs: consent and disclosure.

If a claimant is in immediate danger, we should contact the police and make a referral.
When an issue of risk is identified, the concern, any support offered and action taken must be fully recorded so that anyone else supporting the claimant is aware of any complex needs.

Following an incident, agents may need to be supported by talking through the incident with line managers and or other colleagues.

They should be allowed time to reflect on the situation and to consider their own wellbeing.
Maintaining personal role and boundaries Agents need to understand their role, what is expected of them and their limitations when dealing with a risk concern.

This will protect them and the claimant and ensure that a professional distance is maintained.

Agents also need to be aware of the expert support available from partner organisations.

This will allow them to respond to any concerns by signposting claimants quickly and appropriately.
For further information, see the standards of behaviour policy and procedures.